Support
Top quality support is available to owners of Event 1 Software products. Support is defined as on-demand incident-base assistance with the use of Event 1 Software products. For other types of assistance that may be project-based or require scheduling of resources, please visit our Consulting page.
To learn more about delivery of support, target response times and case management, click here.
Support Availability - In an effort to improve the quality of service we are able to deliver to you, our services group will be engaged in technical training every Friday afternoon from 2pm until 4pm Pacific time. During this time, our services staff will not be available.
Click here for information about scheduled hours of availability and scheduled closure dates.
A variety of options are available to ensure Event 1 customers will have access to support when it is needed. These options are discussed in detail in the following sections of this document:
- Standard Support: If no support agreement is in place
- Essential Success Membership
- Focused Quarterly Solutions
- Comprehensive Semiannual Solutions
- ala Carte' Service Solutions
Standard Support: If no support agreement is in place
Without a signed Support Services Agreement, Standard Support is available at a rate of $6 per minute with a minimum charge of $240 per incident. Prepayment or payment via a major credit card at the time of service is required in order to receive Standard Support.
Essential Success Membership
The Roadmap to your Success! The Essential Success Membership gives us the opportunity to discover what your needs are. Event 1 will help you develop a plan to maximize your investment. Online Forums and Special Edition Template releases are a just of the few benefits offered in the Essential Success Membership.
| Essential Success Membership | ESM + | |
|---|---|---|
| Pricing is based on a Designer License or Write. | $595.00 | $725.00 |
| Up to 1 hour Installation Support | X | |
| Standard licenses are 25% of the cost of the Standard Licenses | X | |
| Kick-Start Orientation-Guided Success Mapping (Up to 1 hour) | X | X |
| Launch Pad: Includes Annual Template Updates | X | X |
| Online Forums | X | X |
| Access to Frequently Asked Questions Online | X | X |
| Access to Online Knowledge Base | X | X |
| Monthly Newsletter | X | X |
| Software Updates | X | X |
| Up to 1.5 hours of Technical Phone Support | X | |
| Up to 2 hours of Scope Development | X |
Focused Quarterly Solutions
You choose the direction of your Office Connector deployment. Install and run SmartPacks (prebuilt reports/templates grouped together by the job functions within your company.) A few of the many options available to you include: Field Reporting, Project Cost Accountant, Financials, Payroll Administrator, Payroll Manager, Property Manager, and Property Management Accountant.
| Focused Quarterly Solutions | $995.00 |
|---|---|
| You Choose 3 Templates from the Report Catalog | X |
| 2 Online Training Sessions Focused on Specialty | X |
| Session recordings available for download | X |
| Access to Peer Groups-Online | X |
| Up to 3 hours of Technical Phone Support | X |
| Up to 2 hours Consulting: New Template Design & Scope Review | X |
Comprehensive Semiannual Solutions
Transform the way your company uses information. Custom comprehensive solutions are designed for you with the assistance of our qualified consultants. The sky is the limit. Process Automation, Systems Integration, and Reduction of data entry time are a few of the possibilities to enhance your business. We will facilitate collaboration with other Office Connector Users in similar roles and/or industries through peer groups. We will archive your templates and test them in-house when software updates are available. Your templates will also be reviewed for optimization and technology enhancements.*
| Comprehensive Semiannual Solutions | $5000.00 |
|---|---|
| You Choose 5 Templates from the Report Catalog | X |
| Business Process Analysis: Up to 3 hours with consultant (online) | X |
| We've Got your Back-Template Warehousing- Up to 5 templates | X |
| 3 Online Training Sessions | X |
| Session recordings available for download | X |
| Access to Peer Groups-Online | X |
| Up to 6 hours Consulting: New Template Design & Scope Review | X |
| Up to 8 hours of technical phone support | X |
*must have current Essential Success Membership in place to guarantee archived template updates and optimization reviews.
Ala Carte Service Solutions
You choose the catalyst for your business success!
| ala Carte' Service Solutions | Pricing |
|---|---|
| Up to 2 hours of Phone Support: Technical Support, Consulting, Template and Scope Design | $390.00 |
| Up to 3 hours of Phone Support: Technical Support, Consulting, Template and Scope Design | $585.00 |
| Up to 5 hours of Phone Support: Technical Support, Consulting, Template and Scope Design | $975.00 |
| Up to 15 hours of Phone Support: Technical Support, Consulting, Template and Scope Design | $2775.00 |
| Training Sessions: Standard Pre-Recorded Training | $125.00 |
| Training Sessions: Workshop Pre-Recorded Training | $195.00 |
| Pay as you go for Technical Support | $240.00 |
Details:
- Scope of Support
- Limited to help relating to the use of Event 1 Software products
- Advice concerning the implementation and use of other software products is not provided
- Delivery of Support
- Support is delivered via phone, email, fax and online access via WebEx.
- For more information regarding the delivery of support, click here.
- Time included with support plans
- Tracked by the minute.
- If the time is exceeded, a twenty minute grace period is applied to the event that causes the total time used to exceed the included time.
- May only be used within the term of the plan (which is one year).
- Unused time does not carry over to subsequent years.
- No refund is offered for unused time.
- May not be applied to other services.
- Billing Rate - Additional Time
- Applies to time used in excess of plan.
- Time is billed in six minute increments (1/10 of one hour).
- Invoices for billable time are sent monthly.
- NOTE - Time spent on software bugs or issues caused by Event 1 are not billable.
- License Change Events
- These are events that require Event 1 Support to issue new license keys due to a change to the environment in which the software is installed. This would include, for example, the replacement of the server.
- License Change Events are considered billable and can be applied to an Annual Support plan.